Go to the RockAuto Catalog Frequently Asked Questions  
   
   

Finding Parts for Your Vehicle


Cars, Vans, Light & Medium Duty Trucks

Q: Where are parts for my car or truck?
A: Scroll through our catalog and click to expand your vehicle make, listed alphabetically. Then, click to expand the year, model, and engine size of your vehicle.
click to expand the year, model, and engine size of your vehicle

Or, type the year, make, model, engine and the part that you’re looking for in the search box at the top of the main page. Matching words will appear as you type; press the down-arrow key to choose one and continue typing. Click the correct one, press enter or click to go to that vehicle/part.
In the box at the top of the catalog

 

Q: What do the flags at the top of the catalog mean? Filter check boxes
A: Flags indicate where a vehicle was originally sold (US, Europe, etc.). Un-check boxes to remove vehicles not sold in your area from the list, or check boxes to see a vehicle you imported from elsewhere. Un-checking the last box ("<") limits the list to late-model vehicles.

 

Q: I know what's wrong with my vehicle, but not the part I need - how can I find it?
A: Click the name of the vehicle system or category (like "Belt Drive") the broken part is part of.  The list will expand to show you parts for that portion of the vehicle, listed alphabetically. Parts purchased most frequently for your vehicle are bold.
how can I find it?

 

Q: I know the name of the part I need, how can I find it?
A: Start typing the name of the part in the "Find Category" box -- it will display a drop-down list of possible matches. If one looks right, use your mouse, or down-arrow then Enter, to choose it. Or press "Enter" on your keyboard or click , to highlight all categories which contain part names matching your entry.
I know the name of the part I need, how can I find it?

 

Q: Can I search by part number?
A: Click the "Part Number Search" tab at the top of our page. Enter the part number then click "Search". Limit results by brand or part type using the drop-down lists (and then click "Search" again).
Search


Other Vehicles

Q: Where are parts for a motorcycle or a boat?
A: Click the "Motorcycle" or "Marine" tab at the top of our page.
Where are parts for a motorcycle or a boat?

 

Q: Do you have parts for heavy trucks, lawnmowers, tractors or snowmobiles?
A: Yes - we can't search them by make and model, but you can use the "Part Number Search" tab if you know the part number. We also list lights, belts, hoses, and other parts in our "Tools & Universal Parts" tab by size.
Parts like, lights, belts, hoses, and other parts in our


Availability

Q: I see the part I want - is it in stock?
A: Everything shown in our catalog is in stock and is ready to ship unless marked "Non-stock item" or "Out of Stock".

 

Q: The part I want isn't listed - can you get it?
A: If you’ve found the correct year, make, model, and engine size of your vehicle, and the part you're looking for is not listed, we do not have it and don't know where to find it. However, we add parts to the catalog daily and are looking for suppliers of new products, so please check again soon.

 

Q: Can you send me a paper catalog?
A: Our online catalog is updated daily with new parts, pictures and other details. We do not have a paper catalog (it would be out-of-date before the ink was dry).

 

Choosing a Part


Understanding Descriptions

Q: Will all the parts listed fit my vehicle?
A: All parts listed fit the year/make/model/engine combination you chose.  But if there are limiting factors (like "RWD vs. 4WD", "2-door vs. 4-door", or "w/ A.C. vs. w/o A/C"), they will be listed in the description. Please read listings carefully to ensure they match your application.


The brake pads above fit the rear axle if your vehicle (a 2001 Acura Integra 1.8L) is a GS, GS-R, or LS Model. If you have the Type-R version, they would not fit. The correct part for the Type-R would be:


Don't worry if a feature of your vehicle is not listed. Manufacturers only list information relevant to their own parts.  But if a feature listed is not true of your vehicle (like when you see "GS, GS-R, LS" and your Integra is none of those; it's a Type R), please choose a different part.

 

Q: Does my vehicle have a feature listed in the part description?
A: You can verify your vehicle's features by:

  • Inspecting or measuring your original part
  • Looking for stickers in the engine compartment, on the door jamb, or inside the glove box, console or trunk
  • Using an online VIN search to decode the VIN number
  • Reviewing your owner's manual
  • Searching the Internet for forums where someone asked the same question; or posting a question yourself (the Owner Clubs link on our home page is a good place to start)
  • Contacting a local dealership with the VIN number (dealerships have access to VIN details that aren't shared with third-parties)
 

Q: What do the flags in the part description mean?
A: A flag indicates the market for which the part manufacturer has provided application data. Manufacturers often provide application data only for their local markets, so we do not know whether their parts also fit vehicles in other markets.

For example:


The blue EU flags mean Lemforder has told us their part fits cars sold in Europe. The flags on the Motorcraft part indicate it fits cars sold in US, Canada and Mexico. The parts may be identical and we'll ship any part to any customer. But the safest choice (and the one likely to cost less to ship) is the one with a flag for your market.

Flags refer to where the vehicle first was sold, not to where it was manufactured. If you own a BMW originally sold in the US, and you see a listing like the one above, you should choose the one with the US flag, not the EU flag, even if your car was produced in Germany.

 

Q: Does "left" mean "driver's side" or "passenger's side"?
A: The side is determined as if you are sitting in the vehicle.
LH/RH

 

Q: What quantity do I need?
A: Parts are priced individually, unless stated otherwise in the listing.
Parts are priced individually
The part above will fit the front left OR the front right. If you need both sides, order quantity = 2.

Brake Pads and Shoes are sold as axle sets. Quantity = 1 is enough for both wheels (front or rear, as noted in the catalog).

 

Q: Can I see only parts which meet my criteria?
A: The "Filter by Keyword" box can remove parts from the list. Type the word(s) you want to match and click search.

If the list still is too long, add another filter and click search again. To remove filters and see the full list again, click "Clear Filter".

 

Q: How can I see more parts on a small screen?
A: Click the gray arrow on the left side or top of the white catalog window to hide the purple top and yellow side bars. Or click expand catalog in the upper right corner of the catalog to expand the white area to fill your browser window.
Expand our catalog

Switch back to the framed catalog by clicking framed catalog on the expanded catalog.
Expand our catalog


Definitions

Q: "Core"
A: A core charge is like a deposit -- you pay it when you place the order and it's refunded if you send back your old part.

Complete engine and transmission cores must be returned within 60 days. Other cores must be returned within six months of the date your order was placed.

Before returning a core you must:

  1. Obtain and follow return instructions from our Order Status & Returns page.
  2. Decide if the core deposit is worth the shipping cost - you are responsible for shipping the core back.
  3. Verify your core is complete, fits the same vehicle application and is returned in the box the remanufactured part came in. Your old part doesn’t have to be working (if it worked, you wouldn’t have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable.
 

Q: "non-stock item - shipping delayed up to X business days"
A: Our warehouses do not have this part, but we can order it from the manufacturer. X indicates how many days may pass before the part will be shipped.

 

Q: "Private Label Pkg"
A: Manufacturers often make parts to be sold by others (Kenmore appliances, store-brand cereals, etc.). "Private Label Pkg" means the part may be in a plain white box, a distributor's box, or (for closeout parts) a box from a competing store. The features should be the same but the warranty (and the quality) may be different than for parts the manufacturer sells under its own brand.

 

Q: "Return and Rebuild Service (R&R)"
A: We don't have an already-rebuilt part to send you; you must send your old part to be rebuilt and then returned to you.

When you order an R&R part, we'll collect your payment and send you instructions by email explaining where to send your old part. You'll need to pay a carrier like UPS or FedEx to ship it to the manufacturer (see table below for locations). The cost of shipping it back to you is included in your order total. Core charges do not apply to R&R parts (if a core charge was applied to your order, it will be refunded when the R&R instructions are sent). If your old part cannot be remanufactured, it will be returned to you and the rebuild cost will be refunded, except for any testing/handling fee charged by the manufacturer (see table below).

Rebuild times vary depending on the part and company. These times do not include shipping time to and from the manufacturer:

Manufacturer Rebuild Times Testing/Handling Fee Locations
Alliance 1-2 business days $20 testing fee if unit tests good Dayton, OH
Autoline 6-13 business days No testing or handling fees Minneapolis, MN
Cardone 3-5 business days (Electronics may take 7-10 business days due to high volume) No testing or handling fees Pennsylvania or Texas depending on part type
Dorman 5-7 business days No testing or handling fees Colmar, PA
GB Reman 1-5 business days (diesel fuel injector pumps 2-4 weeks due to high volume) No testing or handling fees Long Beach, CA
Lares 3-5 business days No testing or handling fees Cambridge, MN

 

Q: "Sold in packs of x"
A: The price listed is for an individual item but they are sold in packages containing more than one. For example, this spark plug costs 99 cents each if purchased in packs of four, or can be ordered individually (pack of 1) for $1.18 each:
Sold in packs of x

 

Q: "Wholesaler Closeout"
A: Closeout parts are our "clearance rack."  They:

  • Are new (unless marked "remanufactured") but may be older inventory ("last year's style") and look different than our regular inventory of the same part (a different color, for example, with a grease fitting newer parts do not have, or lacking hardware which was sold separately in the past)
  • Were acquired at discounted prices from companies liquidating inventory (because they were overstocked, decided to carry a different brand, went out of business, etc.)
  • Are limited to quantity on hand and cannot be replaced with regular inventory at the same price

Our 30-day return policy applies to everything we sell, including "wholesaler closeout" items. However, because we buy many of these parts from wholesalers specializing in surplus, and not from manufacturers or their authorized distributors, the manufacturer will not honor warranty claims on closeout items. For most applications, our catalog offers other parts from our regular inventory, fully warranted, at regular price.

 

Q:"x per car" or "x required"
A: The manufacturer is advising how many of the part are present on the vehicle -- the part is sold individually.


Making Your Choice

Q: Which brand should I choose?
A: All the brands we carry will fit and function like the original. We offer multiple brands so you can choose the balance of price/quality/features/reputation you prefer. To help you decide:

  • Use the trucks or "Choose for Me to Minimize Costs" tool to find parts which can ship together, keeping your total cost low (see "Which parts costs least to ship?")
  • Consider other customers' preferences -- hearts Heart icon mark parts we sell most often for each application.
  • Click Info Button to learn more about a part's warranty and other details.
  • Ask a friend by printing or emailing the list of choices:
    How do I Print or Email
 

Q: Which part has the best quality?
A: Often, quality is a matter of brand reputation, prior experience, and personal preference. Some manufacturers offer a less expensive, lower quality option (Standard Motor Products "T-series", for example) in addition to their OE-quality lines. These parts often say "value line," "price-conscious" or similar terms in the description or on the Info page. Others offer products which are better than original (Power Stop Drilled & Slotted Rotors, for example). Click Info Button to learn about these features and decide whether you want them.

When there are many parts with clear quality differences, our catalog divides them by quality ("Economy", "Daily Driver", "High Performance", or "Copper", "Platinum", "Iridium"). Hide categories by clicking on the down arrow next to the title:
         

 

Q: Which parts cost least to ship?
A: We sell over a million different parts and a single warehouse cannot hold them all. If you choose parts which are not stocked in the same place, carriers will charge for two boxes. Truck icons indicate parts which can ship with those already in your cart.
Truck icons indicate parts which can ship with those already in your cart

Q: Choose for Me to Minimize CostA:The "Choose for Me to Minimize Cost" feature automatically compares alternatives you select, to find the lowest total cost including shipping. This video explains how:
         

 

Q: What do other people in my situation do?
A: Parts ordered most frequently for an application (with fewest returns) have a Heart icon in the description.
What do the red hearts mean?

 

Q: Tell me more about a part's warranty, specifications, or manufacturer.
A: Click Info Button next to a part number:
Info page button

A page like this one will appear in a separate window (so you can compare parts in different windows) with all the details we have about that part (pictures, warranty summary, specifications, and sometimes videos describing installation or manufacturing processes). Manufacturer logos link to their websites for additional information about the company:
Click the &quotInfo" button

 

Q: Can I print a list of parts?
A: Click Printer Icon. The content to be printed will appear in a separate window along with your printer's dialog box.
How do I print

 

Q: Can I send the list of parts to someone else?
A: Click Email this list to a freind to send the list to an email address you enter.
How do I Email
We don't save email addresses; we include yours in the message so your friends can reply to you.


Pricing

Q: Why is there such a wide range of prices between brands?
A: Manufacturers set prices differently. More expensive parts often perform better or last longer ("you get what you pay for"). Sometimes a higher price also covers the cost of marketing a famous brand, or a manufacturer's decision to buy a part from another company (and mark up the price) instead of making it himself. We offer multiple brands so you can choose the balance of price/quality/features/reputation you prefer.

 

Q: Why are your prices lower than at local stores?
A: The parts we sell are the same first-quality products you'd find in any reputable store. Our prices are lower because our costs are lower. RockAuto customers choose their own parts using our online catalog. We ship directly to them from centralized warehouses (sometimes directly from manufacturers). We have no retail stores, no counter-people and don't have a lot of money tied up in slow-moving inventory. We pass on those savings with lower prices!

 

Q: Do you offer discounts for large orders?
A: No, but we have a discount program for repeat customers. You'll receive a discount code by email about a month after you place your order.

 

Q: Can I see prices in my country's currency?
A: Yes -- select the currency you'd like to use from the drop-down list at the top of the catalog:
My country's currency

Prices are based on interbank exchange rates updated each morning.

We accept electronic payments in US dollars, Canadian dollars, euro, and British pounds. We also accept paper checks in US dollars and Canadian dollars. Credit card companies and PayPal always process transactions in US Dollars, and may use a different exchange rate than ours or add fees for international transactions (so your local-currency total on our website may be slightly different than on your credit card statement).

 
Placing an Order

How do I...

Q: ...change quantities?
A: Click in the "Quantity" box next to the part you want to change, enter the quantity you need, then click refresh or press "Enter".

 

Q: ...delete parts from my cart?
A: Click delete next to the part.
delete part

 

Q: ...go back to the catalog to find another part?
A: Click at the bottom left of the cart
continue shopping


Or, navigate back and forth between the catalog and your cart using the tabs at the top of the page.
tabs at the top

 

Q: ...show my cart to my friend or mechanic?
A: Click print or email at the top of the cart, and your shopping cart will appear in a separate window that you can print using your browser's print function.
share cart

Or, click Email this cart to a freind. Type your email address, your name, a message, and your friends’ email addresses, then click "Send Email". Your friends will receive an email from our server, with a link that will open a copy of your shopping cart on our website. We don’t save email addresses; we include yours in the message so your friends can reply to you and not us.
share cart via email

 

Q: ...work on more than one cart at a time?
A: Click open new cart at the top right of the page to open a new cart. Your previous cart will be saved in the "Available Carts" drop-down list. Its name will be the date/time you created it.
You may assign a new name by selecting it from the list and clicking new cart name.
Delete a cart by selecting it and clicking delete cart.
         more than one cart

 

Q: ...see my cart on another computer?
A: First, log into your account (see"How do I log into my account?)". Then, carts will be tied to your account and you can view them from any other computer on which you log into your account.


Shipping

Q: Do you ship to my location?
A: We ship all over the world, including APO and PO Boxes. To see shipping options for your location, add parts to the cart, then select your country and enter your postal code (zip code).

 

Q: What shipping methods do you offer?
A: We use several small-package carriers (FedEx, DHL, etc.) as well as mail and truck freight. Economy and expedited methods are available to most destinations.

 

Q: How much does shipping cost?
A: See shipping costs, before you've entered any personal or payment information, by adding parts to the cart, selecting your country and entering your postal code (zip code).
         shipping cost

Shipping costs reflect the size and weight of the parts, your location, and current carrier rates (including discounts we receive as a high-volume shipper). To minimize shipping costs, choose parts that can ship from the same location see"Which parts cost least to ship?"

 

Q: Do you offer free shipping?
A: Shipping is never free carriers must be paid for their work. Actual shipping costs vary widely depending on what you buy and where you are. "Free shipping" means higher prices to cover the average shipping cost and using profits from some orders to offset losses on others.

We think it makes more sense to set prices low and show what it really costs to bring your order to you, passing on the cost and savings from decisions you make. To minimize shipping costs, choose parts that can ship from the same location see "Which parts cost least to ship?"

 

Q: Will my order ship today?
A: Orders placed before noon usually ship the same day (unless a delay is noted in the catalog for a part you chose). But please allow one full business day to process your order since unexpected delays can occur. Business days are Monday through Friday; orders placed on weekends should ship no later than Tuesday.

 

Q: When can I expect delivery?
A: To see estimated delivery times, add parts to the cart, then select your country and enter your postal code (zip code).
when should I expect
Transit times and "Receive by" dates shown are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.

 

Q: Will I have to sign for my package?
A: For most packages, your signature is not required. The carrier may require a signature if the driver thinks leaving the package unattended may not be safe.

For parts that are shipped by truck freight (large body parts, for example), a signature is required. The carrier will contact you at the phone number provided on the order to schedule a delivery. You must completely unwrap and examine these parts for any damage before signing. If there are damaged parts, DO NOT SIGN for the package - REFUSE it, then report the problem on the Order Status & Returns page.

 

Q: What does "Shipping Location A/B/C…" mean?
A: The parts in your shopping cart are not all stocked at the same location. Arbitrary letters A B C trucks indicate which parts can ship together. If you choose parts that are not stocked in the same place, carriers will charge for two boxes. To find parts that can ship together, see "Which parts cost least to ship?"

 

Q: What does "May take up to X days to ship due to Destination Address" mean?
A: A part you chose must be transferred to a location which can ship to you, which takes X days. You may see this message if your shipping address is a post office box (some warehouses don't ship mail) or you are in a different country (some warehouses can't ship internationally). Choosing a different part and/or a shipping address where FedEx can deliver may eliminate this delay.


Address and Contact Info

Q: Ive ordered before, do I have to type my address again?
A: Enter your email address and either the order number or postal code (zip code) from a past order, click "Remember Me," and your address information will appear. For your security, we do not store credit card numbers.
remember me

 

Q: Can I ship parts to someone else?
A: Yes, uncheck the "Shipping Address" box at the top right of the check out screen.
ship to someone
You may enter any shipping address you like, but the billing address on the order must match your credit card companys records.

 

Q: Why do you need my email address & phone number?
A: We send your order confirmation and shipment notification (with tracking numbers) to your email address. We use your phone number to contact you if there is a problem processing your order or if the carrier needs to reach you regarding the delivery of your package.


Payment

Q: What payment methods do you accept?
Payment Methods
A: We offer multiple payment options, including:

  • Discover, MasterCard, Visa, American Express, and PayPal. (These companies pay us in US dollars. If your account is in another currency, they will make the exchange and may charge you a fee)
  • Paper checks (US or Canadian dollars)
  • Canadian customers of the Bank of Montreal, CIBC, RBC, Scotiabank, and TD may use their bank’s online “Bill Pay” service
  • Interbank (wire) transfers (US dollars, British pounds or euro)
  • Cash (at Wells Fargo branches in the US and BMO offices in Canada)

After your billing address country is selected, see available payment methods by clicking the payment drop-down on the checkout screen.
choose payment

We do not accept COD orders.

 

Q: How do I use my Store Credit?
A: Select "Gift Certificate or Store Credit" from the Payment drop-down, enter your code in the "Card #" field, and click "Add Payment". If there is an additional amount due on the order, you will be prompted to enter another payment method for the balance.

 

Q: Can I use multiple payment methods on one order?
A: Yes (up to four, not counting Gift Certificates/Store Credits). Check the "Split Payment" box, select your first payment method, enter its information and the amount you wish to be applied to it, and click "Add Payment". Then repeat to specify other payment method(s) for the remaining balance.

Your payments will be shown in the "Payments" section. Click remove next to a method if you decide not to use it.

To specify a payment method for the remaining balance (shown in the “Amount” box), choose the method, enter in any necessary information, and click "Place Order".

         

 

Q: How do I use a discount code?
A: Enter your discount code in the "How did you hear about us" box without any other numbers or characters. Discounts are not valid on phone orders and cannot be applied after an order has shipped.
how hear

 

Q: What's a "Security Code"?
A: For a MasterCard, Visa, or Discover, the security code is the last three digits printed on the signature panel on the back of your card.
MC & Visa code
For American Express, it is the four digits printed on the front of the card, above the account number.
Amex code

Enter this code in the "Security Code" box:
security code

 

Q: What are Verified by Visa / MasterCard SecureCode?
A: Verified by Visa and MasterCard SecureCode are fraud prevention services provided by credit card issuers. If your bank participates, you may see a message after clicking place order.

If you previously enrolled in your banks program, the message will ask you to enter your password. You must complete this step to complete checkout.

If you are not enrolled, the message will invite you to activate the service. You may do so (answering whatever questions the bank asks), or choose "Activate Later." Your order will process normally in either case.

RockAuto does not see any information you enter in response to these messages it is transmitted directly to your bank. For more information, visit Verified by Visa Info and MasterCard SecureCode Info.

 

Q: Will I need to pay duty or tax when my package is delivered?
A: If tax is identified by name (GST/HST in Canada, VAT in the EU, etc.) on your order, we will pre-pay it (and any applicable import duties) for the package to which it applies . The carrier will deliver that package with no additional charges. Our tax ID will appear on your order confirmation so you may reclaim input tax if you resell the product, and we will refund the tax if you return the product (import duty cannot be refunded).
duty tax

If we are not tax-registered in your country, we offer a "Pre-Pay Customs Charges" option when possible – you pay us, we pay the carrier, the carrier pays the customs authorities and delivers your package with no additional charges. Check this box and duties and taxes will be added to the order:
duty tax
The "Pre-Pay" option is offered as a convenience to international consumers, but no tax ID will appear on our invoice so you won't be able to claim what you paid us as "input tax" (nor will it be refunded if you return your purchase). Business customers may prefer not to pre-pay tax and to pay the carrier instead (since the carriers invoice will contain a local tax ID to support "input tax" claims). Enter your tax ID number and well pass it to the carrier to help ensure proper credit for taxes they collect from you. Carriers may charge additional "advancement fees" to handle these payments.
duty tax

If no "pre-pay" option appears for part of your order, please contact the carrier or your local customs office before placing an order to ask what charges may apply.

If your order involves several packages, some shipped with carriers who allow duty/tax prepayment (e.g. FedEx) and others shipped with carriers who don't (e.g. Mail), we will pre-pay the former for the packages they deliver but you may be asked to pay charges at delivery by the latter.

 

Q: What if I'm tax exempt?
A: If tax appears on your order that is not an "input tax" you can reclaim, check the "tax exempt" box on our check-out page:
duty tax

Your order will process but will not ship until you provide us documentation of your tax-exempt status. A link to the relevant form will appear on your confirmation for you to complete (unless we already have one from a recent order you placed).

 

Existing Orders


Order Status

Q: Has my order shipped?
A: We send an email with tracking information when the last part on your order ships. You can check your order status by visiting our Order Status & Returns page (see "How do I view an order?").

 

Q: When will my package arrive?
A: We send an email with tracking information when the last part on your order ships. Click the tracking number in the email to view the carrier's estimated delivery date.
When will my package arrive?

Or find the order on our Order Status & Returns page (see "How do I view an order?") and click the tracking number to take you to the carrier's site.
When will my package arrive?

Dates shown are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.

To see estimated delivery times before placing an order, see "When can I expect delivery?"


How do I...

Q:...find past orders?
A: In the Order Look-Up section of our Order Status & Returns page, enter the email address used on your orders and click send order list. A list of those orders will be sent to that email address.
Order List

To search your orders by part category, vehicle or other criteria, log into your account (see "How do I log into my account?"). If you don't have an account, create one (see "How do I create an account?"). All orders placed with your email address will be automatically linked to it.

 

Q:...view an order?
A: On our Order Status & Returns page, enter the email address or phone number that was used on the order, and the order number, then click find order.
view order

Or, log into your account (see "How do I log into my account?"), and click on the order number in the "Order History" section of the page.
view order 2

 

Q:...print my receipt?
A: Your order confirmation is your receipt.

If you no longer have your order confirmation email, find the order using our Order Status & Returns page (see "How do I view an order?") and click "View Order Confirmation" at the top of the page.
view order confirmation

Your order confirmation will appear in a separate window. You can print a copy using your browser's print function.

 

Q:...edit the address or contact info on my order?
A: Find the order on our Order Status & Returns page (see "How do I view an order?").

You can modify information in the white fields. Click in the field you wish to edit, enter the new information, and click "Update".

         change address

If you change your shipping address and the shipping cost increases, you will be prompted for payment.

 

Q:...reduce quantities on my order?
A: Find the order on our Order Status & Returns page (see "How do I view an order?"). Change the quantity of each item and click submit change.
change quantity

You can send one request per warehouse. Make sure all updates are made before submitting the request.

If your order has not been sent to the warehouse yet, we will confirm the change immediately:
reduce quantity

If your order has been sent to the warehouse already, we will do our best to intercept your order and make the change:
change request

If we are able to make the change, we will send you an updated Order Confirmation email.

If your order ships before we can change it, you may return the parts you don't need (see "How do I arrange a return?").

 

Q:...cancel my order?
A: Reduce the quantity to zero (see "How do I reduce quantities on my order?").

Or, if you haven't sent payment yet, use our Order Status & Returns page (see "How do I view an order?") and click cancel button.
cancel

 

Q:...install the part?
A: We offer Repair Manuals under the Literature category in our catalog. (Vehicle-specific manuals are listed in our Part Catalog. Literature on more general topics appear in the Tools & Universal Parts tab.)

Installation instructions appear on the "Info" page for some parts. Find the part in our catalog or find the order on our Order Status & Returns page (see "How do I view an order?"), then click the button next to the part.
Info page button

RockAuto staff are not mechanics and cannot provide installation or diagnostic advice.


I'm worried because...

Q:...you charged my card even though my order wasn't processed!
A: We charge your credit card when your order ships.

When you click "Place Order," we ask your bank to approve the card information and the order total. If your bank authorizes the transaction, but your order won't process for some other reason (for example, because your bank told us the billing address you entered doesn't match their records), we'll automatically send a "void" request to your bank within 2 hours. The void request explains that we will not charge your card.

Some banks put an immediate "hold" on your account in response to an authorization request, but will wait hours or days to process a "void." Pending authorizations are temporary holds by your bank, not RockAuto, and your bank is responsible for releasing the funds back to you.

 

Q:...the tracking info you provided doesn't work!
A: You will see activity on your shipment once the carrier scans your package. Carriers normally scan the package when it is picked up or sorted, but they can take up to two business days after shipment to scan the package.

In the meantime, don't worry if you don't see activity on the tracking number or if tracking information appears old or incorrect. Carriers sometimes re-issue tracking numbers, but won't delete the old tracking history until new package scans appear.

 

Q:...the tracking info hasn't updated recently!
A: Carriers sometimes fail to update tracking information. Some carriers, like USPS, will not scan the package until it is delivered. Long-distance and international shipments may have days between updates since they can spend several days on a truck or at a customs facility. Your package should arrive by the date shown on your "order has shipped" email.
order has shipped

RockAuto and the carrier use the same tracking information you see on the carrier's website so we do not have additional details on your shipment. We can start a trace if more than 7 business days (Monday - Friday) have passed since the last update, or more than 2 business days have passed since the "receive by" on your "order has shipped" email. To start the investigation, see "How do I report a missing item or package?"

 

Q:...I'm missing a part!
A: Your parts may arrive in separate boxes. Verify you have received all packages on your order by matching the boxes you received to the tracking numbers in the "order has shipped" email or on our Order Status & Returns page (see "How do I view an order?").
two shipments

Open all packages, and open each part box (sometimes we put small parts in larger parts boxes to save space and prevent damage). If you still cannot find the part, report the problem on our Order Status & Returns page (see "How do I report a missing item or package?").

 

Q:...my package never arrived!
A: If more than 7 business days (Monday - Friday) have passed since your tracking information has last updated, or more than 2 business days have passed since the "receive by" date on your "order has shipped" email, report the problem on our Order Status & Returns page (see "How do I report a missing item or package?").
order has shipped

If tracking information shows that your package was delivered but you did not receive it, check around your house and with your neighbors to see if they accepted the package for you. If you live in a community with a front office, check if they have the package. If your package was shipped via USPS (postal service), ask your local post office if they are holding the package for you. If you checked these places and cannot find your package, report the problem on our Order Status & Returns page (see "How do I report a missing item or package?").

 

Q:...I received the wrong part!
A: Manufacturers may use different designs than original equipment (to reduce cost, improve performance, fit additional applications, etc.) so the part you received may look different than your original. Sometimes manufacturers make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.

If the difference is beyond cosmetic and the part will not work for your vehicle, report the problem on our Order Status & Returns page (see "How can I arrange a return?"). Don't try to alter it or force it to fit!

 

Q:...the part I received is damaged!
A: To help us determine the cause of the damage and tell us how you'd like to proceed, report the problem on our Order Status & Returns page (see "How do I arrange a return?").

 

Q:....I installed the part but it stopped working!
A: To help us determine the cause of the failure and tell us how you'd like to proceed, report the problem on our Order Status & Returns page (see "How do I arrange a return?").

 

Q:...the part I received looks like it was made by a different company!
A: Sometimes manufacturers buy parts from other manufacturers and re-sell them as their own. In doing so, they declare the quality of the part worthy of their name and stand behind the product with their warranty. Finding a Brand Y part in a Brand X box can be a nice surprise when Y is the vehicle manufacturer (OEM) or another respected brand. It can be frustrating when Y, sold under its own brand, costs less than X.

We have no control over manufacturer supply chains. When we buy a part from Brand X, we pay X's price for it, and your price is based on our cost. If you disagree with a manufacturer's purchasing decision, you may return the part (see "What is your return policy?" and "How do I arrange a return?"). Shipping is not refundable, and if you re-order the same brand and part number, you'd likely receive an identical part.


Report a Problem or Arrange a Return

Q: How do I report a missing item or package?
A: Find your order on our Order Status & Returns page (see "How do I view an order?").

Click "Set up a Return / Report a Problem" next to the missing part(s):
missing parts

Specify the quantity missing and select "Missing Part" or "Package Not Received" (whichever is true) as the reason for the report:
missing

The system will ask you a few questions to determine the cause of the problem and how you would like to proceed if the missing part(s) cannot be found.

 

Q: How do I arrange a return?
A: Find the order on our Order Status & Returns page (see "How do I view an order?").

Click "Set up a Return / Report a Problem" next to the part to be returned.
missing parts

Specify the quantity being returned, and the reason for the return.
return reason

The system will ask you a few questions about the return, provide return instructions, and give you an opportunity to generate a return shipping label.

Follow the return instructions carefully. Returns may not go to the same address from which the parts came. Parts must be returned their original boxes (cores must be returned in the box the new part came in) and may not be refundable if the original box is defaced.

 

Q: How do I recover my core deposit?
A: We send core return instructions by email when the last part on your order ships (if the core value is higher than the shipping cost to return it). You also can obtain core return instructions from our Order Status & Returns page. Find the order (see "How do I view an order?"), and click return instructions at the bottom left of the page.
return instructions

To receive a refund, complete engine and transmission cores must be returned within 60 days. Other cores must be returned within six months of the purchase date. You are responsible for return shipping costs unless our catalog or return instructions state otherwise. (You may obtain a shipping label from our Order Status & Returns page to take advantage of our discounted rates. The cost of the label will be deducted from your refund.)

Before returning a core, be sure it is complete, fits the same vehicle application as your new part, and is in the box the replacement part came in. Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable.

 

Q: How much does return shipping cost?
A: Usually, the least expensive way to return a part is to generate a label from our site (carriers give us discounted rates). Shipping costs depend on the size and weight of the parts, your location, and the return location.

To generate and print this label, find the order on our Order Status & Returns page (see "How do I view an order?") and arrange a return (see "How do I arrange a return?"). Then click get return label.
get return label

If you do not want our label, you may ship the part back using any carrier. To ensure we recognize your return and process it promptly, ask the carrier for a tracking number and enter it on the Order Status & Returns page:
return tracking

 

Q: When will I receive my refund?
A: We issue refunds within 3 business days of receiving the returned package.

You will receive an email when we issue your refund. It may take your bank a few days to post the refund to your statement or account.

To ensure we recognize your return and process it promptly, enter the tracking number on our Order Status & Returns page. Find the order (see "How do I view an order?") then type the number into the "Enter Return Tracking" field:
return tracking

If you generated a return label from our site, we already have the tracking information in our system so you do not need to re-enter it.

Credit card and PayPal refunds will be issued to the card/account from which the payment came. For wire transfer, EFT (electronic funds transfer), and other cash payments, refunds will be issued in the form of a store credit or a US or Canadian dollar check (your choice).

 

Q: What is your return policy?
A: Every part we sell may be returned within 30 days for a refund of the part price. Arrange your return on the Order Status & Returns page.

If a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified.

To receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. Cores must be returned in the box the new part came in.

Shipping charges are not refundable unless the return is due to our mistake. If you refuse delivery or the carrier returns a package because you provided an invalid address, the cost of return shipping will be deducted from your refund.

 

Q: What is the warranty on my part?
A: Find a part in our catalog and click "Info" to see warranty information, pictures and specifications for that part.
warranty info

Or find your order on our Order Status & Returns page (see "How do I view an order?").

For orders placed in the last 30 days, click Info Button next to the part to view the manufacturer's warranty and other product details.

For orders older than 30 days, warranty information will be displayed in the part description:
warranty info

Manufacturer warranties also are listed on our Warranties page.

Our warranty information is only a summary and does not include all the terms and limitations of each manufacturer's warranty. Manufacturers may change their warranty terms without notice. For warranty details, visit the manufacturer's website or refer to printed material packaged with the parts you received.

 

Accounts


General

Q: Must I create an account before placing an order?
A: No. Accounts are an optional feature to help you keep track of your order history and to make shopping for parts even easier (see "What are the benefits of creating an account?").

 

Q: What are the benefits of creating an account?
A: With an account, you can:

  • Re-use multiple addresses from past orders (your office, your mechanic, your cousin with the big garage...)
  • Quickly reach your vehicles in the RockAuto catalog (see "How do I find parts for a vehicle on my car list?")
  • Find and view past orders ("When's the last time I bought spark plugs for Mom's Buick?", "What was the part number of the oil filter I bought last time?"...)
  • Edit your email and language preferences
 

Q: Do you offer discounts or payment terms to businesses?
A: We do not offer special rates or payment options to businesses, but we do have a discount program for repeat customers. We will send you a discount code via email approximately one month after you place an order. You can use the discount code as many times as you like until it expires.


How do I...

Q: ...create an account?
A: Click the "Log In or Create Account" link in the upper-right corner of RockAuto.com.
create an account

Click the "Create Account" link.
create account

Enter your email address, then click "Submit"
create account

Check your email, then click the link in the email (or copy and paste it into your browser’s address bar) to confirm you'd like to create a new account. You will receive your password in a new email.

 

Q: ...log into my account?
A: Click the "Log In or Create Account" link in the upper-right corner of RockAuto.com.
create an account

Enter your email address and the password we sent you by email (or the new password you created afterward). If you wish to remain logged in for up to 14 days on this PC, check the "Keep Me Logged In" box. Click "Log In".
create an account

You will have the option to “View Account Now” which will allow you to view your order history and edit your account preferences or “Continue Shopping” to search for parts.
create an account

If you click "Continue Shopping", you'll go back to the catalog screen. You can see your order history and account options later by clicking “My Account” in the upper-right corner of RockAuto.com.
create an account

 

Q: ...reset my password if I've forgotten it?
A: Click the "Log In or Create Account" link in the upper-right corner of RockAuto.com.

Click the "Forgot Password" link.
reset password

Enter your email address, then click "Submit".
create account

Check your email, then click the link in the email (or copy and paste it into your browser’s address bar) to confirm you're the owner of the email address. You will receive a new password in another email.

 

Q: ...find parts for a vehicle on my car list?
A: Log into your account (see "How do I log into my account?"), then click "Continue Shopping".

Click the yellow search bar to view your car list, then select the vehicle you're shopping for. We will automatically direct you to parts for that vehicle.
FIND PART CAR LIST

Or, click "Show My Cars Only" to view a customized catalog based on your car list.
FIND PART CAR LIST

 

Q: ...add or remove an entry in my car list?
A: We add your vehicle to your car list automatically when you place an order. To add a vehicle without placing an order, log into your account (see "How do I log into my account?"), then click "Continue Shopping". Find your vehicle in the Part Catalog, then click to add the car to your list.
add or remove an entry

If you no longer need parts for a car on your list, you can remove it. Click the yellow search bar, then click next to the vehicle you'd like to delete.
add or remove an entry

 

Q: ...use a saved address on a new order?
A: Log into your account (see "How do I log into my account?"), then click “Continue Shopping”.

Add items to your shopping cart. On the check out page, click the Saved Address link. Click on your billing address.

If you’d like to ship to a different address, un-check the box next to “Check Here if Same as Billing Address”. Click the Saved Address link above the shipping address to select an alternate delivery location.

select address

 

Q: ...add or remove an entry in my address list?
A: We add your billing and shipping addresses to your account automatically when you place an order.

To remove an address, log into your account (see "How do I log into my account?"), then click "Continue Shopping". Add your items to the shopping cart, then select the "Click to Select a Saved Address" button on the check out screen. Click the next to the address you wish to delete.
remove entry

 

Q: ...rename an entry in my address list?
A: Log into your account (see "How do I log into my account?"), then click "Continue Shopping". Add your items to the shopping cart, then select the "Click to Select a Saved Address" button on the check out screen. Click next to the address you wish to rename. Enter the new name, then click "OK".

 

Q: ...search my order history?
A: Log into your account (see "How do I log into my account?"), then click "View Account Now". Your most recent orders will appear automatically.
orders will appear automatically

To find a specific order, select your car or part category, or enter information into the part number field. Click "Search Orders".
search order history

Click the order number to view the order.

 

Q: ...associate past orders with my account?
A: We add orders to your account automatically if the email address entered on the order matches your account, or if you were logged into your account when you placed the order.

If you are not logged in when you place an order with a different email address, you can associate the order with your account. Log into your account (see "How do I log into my account?"), then click "View Account Now". Enter the email address used on the past order and the order number, then click “Update”.
associate past orders with my account

 

Q: ...change my password?
A: Log into your account (see "How do I log into my account?"), then click "View Account Now".

Enter the password you’d like to use in the "New Password" and "Confirm New Password" fields, then click "Update".
change password

 

Q: ...change the email address I use to log into my account?
A: If you'd like us to send emails to a different address, log into your account (see "How do I log into my account?"), then click "View Account Now".

Find the "Change Email Address" section, and enter the new email address. Click "Update".
change the email address

We will send future emails, such as discount codes and newsletters, to your new address. We will no longer send emails to the old email address.

 

Q: ...subscribe to or unsubscribe from RockAuto emails?
A: Log into your account (see "How do I log into my account?"), then click "View Account Now".

Find the "Email Settings" section, and check the box next to "Receive RockAuto Newsletter and Discount Emails?" if you'd like to receive our emails. Uncheck the box if you’d prefer not to receive the emails. Click "Update".
subscribe to or unsubscribe

 

Q: ...specify the language for RockAuto emails?
A: Log into your account (see "How do I log into my account?"), then click "View Account Now".

Find the "Email Settings" section. Select a language from the dropdown menu, then click "Update".
specify the language

We'll send future newsletter and discount emails in the language you've selected even if future orders are placed using a different language.


I can't log in!

Q: I've ordered before but can’t log into my account!
A: Accounts are not created automatically when you place an order. If you receive an error message, you don’t have an account associated with the email address you are entering, or you entered an incorrect password.
invalid login invalid login

If you don’t have an account associated with the email address you are entering, see "How do I create an account?". If you forgot your password, see "How do I reset my password if I’ve forgotten it?".

You can view order details without logging into an account by visiting Order Status & Returns.